KV5048 - IT Service Management

What will I learn on this module?

This module will give you an understanding of the principles, concepts and practices of IT Service Management and the associated areas of Project Management, Value Management, and Change Management. These skills are essential to the successful use of Information Technology within organisations and are highly sought after by employers.

The module builds on the foundations of computing and business developed in the first year to focus on the methods and techniques used by IT professionals to manage the organisational change resulting from the implementation and use of Information Technology and Information Systems.

This includes an understanding of a best practice framework such as ITIL.

Larger changes require the use of Projects and so this module will also provide an introduction to Project Management practices, techniques and terminologies including Project Specification, Monitoring and Controlling, and Risk Management.

The formative exercises in the workshops will include some group work but the final summative assessment is an individual assignment applying the concepts learnt within this module to a case study.

How will I learn on this module?

You will learn through lectures, workshops, and independent learning. The lectures will cover theories and concepts that will enable you to tackle a series of formative workshop exercises that will be undertaken both individually and in small groups of guided exercises.

How will I be supported academically on this module?

You will learn through lectures, seminars and independent learning. The lectures will cover theories and concepts that will enable you to tackle a series of guided exercises in seminars which you will receive formative feedback on.
The University’s eLearning Portal offers remote access to all lecture and seminar materials to reinforce your learning. You are expected to expand on these using recommended reading and your own research.

What will I be expected to read on this module?

All modules at Northumbria include a range of reading materials that students are expected to engage with. The reading list for this module can be found at: http://readinglists.northumbria.ac.uk
(Reading List service online guide for academic staff this containing contact details for the Reading List team – http://library.northumbria.ac.uk/readinglists)

What will I be expected to achieve?

Knowledge & Understanding:
ML01 – You will be able to demonstrate knowledge and critical understanding of how Information Technology and Information Systems add value to a business and how these changes can be managed
ML02 - You will understand and be able to apply the concepts, dimensions and components that make up IT Service Management as codified by a framework such as ITIL.
ML03 - You will understand and be able to apply the tasks and principles required to manage a project - including an awareness of the life cycle of an IT project; customer/stakeholder expectations and management; the review and reporting process; the management of problems, risks and issues

Intellectual / Professional skills & abilities:
ML04 – You will be able to discuss and apply industrial best practice standards and frameworks.

Personal Values Attributes (Global / Cultural awareness, Ethics, Curiosity) (PVA):
ML05 – You will be able recommend appropriate courses of action to manage change and resolve issues and to justify and explain the reasons for these recommendations including the use of professional and academic literature.

How will I be assessed?

The main element of summative assessment (100%) will be a final assignment requiring you to apply your new skills, knowledge, and techniques to a case study.
The word limit will be between c.4000 words.
You will receive both informative and confirmatory feedback on your assessments.
This assessment addresses Module Learning Outcomes – ML01, ML02, ML03, ML04, & ML05





Module abstract

This module focuses on the techniques underpinning how organisations achieve and maintain the benefits of the IT and IS artifacts that are covered in other modules on the programme. In today’s business world, most organisational changes require some form of Information Technology or Information Systems Service. These changes need to be undertaken in a managed way and this module discussed how this can be achieved by focussing on the principles, frameworks and practices of IT Service Management and IT Project Management.
This includes an introduction to best practice frameworks and industry standards such as ITIL, COBIT, PMBOK, PRINCE2, and SFIA.

Workshop exercises and discussions develop your skills and understanding and provide opportunities for formative feedback. The final individual assessment requires you to assess and make recommendations based on a case study scenario.

IT Service Management is an essential part of keeping an organisations Information Systems and Services operating and, by extension, in keeping the business running. As such these skills are in high demand by employers.

Course info

UCAS Code GN50

Credits 20

Level of Study Undergraduate

Mode of Study 3 years full-time or 4 years with a placement (sandwich)/study abroad

Department Computer and Information Sciences

Location City Campus, Northumbria University

City Newcastle

Start September 2024

Fee Information

Module Information

All information is accurate at the time of sharing.

Full time Courses starting in 2023 are primarily delivered via on-campus face to face learning but may include elements of online learning. We continue to monitor government and local authority guidance in relation to Covid-19 and we are ready and able to flex accordingly to ensure the health and safety of our students and staff.

Contact time is subject to increase or decrease in line with additional restrictions imposed by the government or the University in the interest of maintaining the health and safety and wellbeing of students, staff, and visitors, potentially to a full online offer, should further restrictions be deemed necessary in future. Our online activity will be delivered through Blackboard Ultra, enabling collaboration, connection and engagement with materials and people.


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